TERMS & CONDITIONS

TERMS & CONDITIONS FOR CLEANING

REGULAR DOMESTIC & COMMERCIAL CLEANING

  1. Minimum of 2 hour per cleaning visit applies.
  2. For 3 Hour services and above:
    1. PRIMO MAINTENANCE SERVICES LLC provides regular domestic cleaning at a rate of AED:    37/hour (Incl. VAT) for cleaning services organized on weekly or fortnightly basis. Regular commercial cleaning is charged AED: 42/hour (Incl. VAT) on weekly or fortnightly basis.
  3. For 2 Hour services:
    1. PRIMO MAINTENANCE SERVICES LLC provides regular domestic cleaning at a rate of AED: 42/hour (Incl. VAT) for cleaning services organized on weekly or fortnightly basis. Regular commercial cleaning is charged AED: 47/hour (Incl. VAT) on weekly or fortnightly basis.
  4. Client agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with PRIMO MAINTENANCE SERVICES LLC.
  5. If the Client does not have cleaning materials, PRIMO MAINTENANCE SERVICES will supply them for additional AED: 5/per hour. This has to be requested at the time of the booking.
  6. Client understands that the price he/she has been quoted does not include anything apart from the cleaning labour charges.
  7. PRIMO MAINTENANCE SERVICES LLC reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment.
  8. PRIMO MAINTENANCE SERVICES LLC also will not continue with the job if for example water or power is not available.

PAYMENTS

  1. Payment is requested on completion on the day of the cleaning session.
  2. Payment can be made in cash on completion of the service.
  3. Payment can be made by cheque payable to PRIMO MAINTENANCESERVICES LLC on completion of the service. If paying by cheque, cheque guarantee is required and the Client will be responsible for all bank and legal charges resulting from a dishonored cheque.
  4. Payment can be made with debit or credit card (This needs to be informed in advance). A 3% service charge will be applicable when payment is made by card.
  5. All payments must be made in UNITED ARAB DIRHAMS only.

COMPLAINTS, CLAIMS & CLIENT SATISFACTION

  1. Client accepts and understands that breakage/damage or theft must be reported within 24 hours from the service date. In case of breakage/damage, PRIMO MAINTENANCE SERVICES LLC will try to repair the item/s if it agrees that it has caused the damage. If the item/s cannot be repaired PRIMO MAINTENANCE SERVICES LLC will compensate the client with the cost of the damage. The compensation provided will be a maximum of AED: 200/- irrespective to the value of the damage.
  2. In case of theft, PRIMO MAINTENANCE SERVICES LLC will try to the best of their abilities to return the stolen item but PRIMO MAINTNENACE SERVICES LLC will not be held responsible for securing and returning the stolen item.
  3. Client understands that he/she is not entitled to any refunds.
  4. PRIMO MAINTENANCE SERVICES LLC may take up to 3 working days to respond to a complaint.
  5. Complaints are to be made in writing and sent by email to info@primoms.com. Complaints must be reported on completion or within 24- hour of service completion.

SERVICES

  1. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value, art and antiques.
  2. Client should understand that carpets/mattress often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet/mattress and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. PRIMO MAINTENANCE SERVICES LLC will use its best efforts provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
  3. PRIMO MAINTENANCE SERVICES LLC shall not be held responsible for: delay for a cleaning visit due to a traffic congestion, job not complete due to lack of water or electricity and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises obstructing the cleaning process.
  4. If the client provides incorrect address/wrong location the service will have to be rescheduled. In case the client needs the services at the very moment itself then the client will incur a penalty of AED:15/-.
  5. PRIMO MAINTENANCE SERVICES LLC does NOT cover anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, exhaust fans, fridge, freezer, etc., any other items, instability of which the Client is already aware of for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
  6. PRIMO MAINTENANCE SERVICES LLC requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same time of the service.
  7. If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, PRIMO MAINTENANCE SERVICES LLC, depending on its availability, will send its staff to clean only the items/area of the clients concern. The Client should be at present at all times during the re-visit clean.
  8. PRIMO MAINTENANCE SERVICES LLC reserves the right to return a cleaner not more than once.
  9. PRIMO MAINTENANCE SERVICES LLC will recommend the appropriate time required to complete a service to the client at the time of booking, if client books for less than the recommended time, PRIMO MAINTENANCE SERVICES LLC will try to the best of their abilities to complete the tasks but will not be held responsible for the completion of the tasks.

CANCELLATION & REFUND

  1. Client may cancel the scheduled cleaning job up to 24 hours prior to the agreed start time.
  2. Clients agree to pay 50% of the quote as a cancellation fee if the cleaner is not able to do the job for the f ollowing reasons like:
    1. Customer is not present in premises to allow the cleaner in,
    2. Cleaner not able to enter the premises for any reason,
    3. No water or electricity available at clients premises, etc.
  3. PRIMO MAINTENANCES SERVICES LLC will provide refunds on certain rare cases where we are unable provide you service. (Subject to Situation)
  4. In case if the payment is made by Card then the refund will be given less the 3% service charge (See Payments).

TERMS & CONDITIONS FOR maintenance

maintenance services

  1. Minimum of 1 hour per maintenance visit applies.
  2. For services requiring more than 1 hour – After the 1st hour, charges will be on half hour bases.
  3. Our Labour charges for Maintenance Works is AED: 110/- per hour. (Incl.VAT)
  4. Labour charges mentioned here are for all jobs except work related to AC, Painting& major carpentry-masonry work
  5. Material (if required) for the job have to be provided by the client.
  6. Material if purchased by PRIMO MAINTENANCE SERVICES LLC for a client, a 20% extra service charge will be levied on the same.
  7. All Material Cost have to be paid in advance.
  8. No warranty is given by PRIMO MAINTENANCES SERVICES LLC for the material provided. If Warranty is provided by the supplier of the product then PRIMO MAINTENANCE SERVICES LLC will provide the same to the customer.
  9. For all major spare parts required for the service, a quotation will be sent to the client for approval. Only after the quotation approval in written will the Service be provided or parts installed.
  10. Customer agrees and understands that the Materials used are mechanical parts and no guarantee can be given for them. In case the parts used fail then PRIMO MAINTENANCE SERVICES LLC will not be responsible for the same.

PAYMENTS

  1. Payment is requested on completion on the day of the maintenance services.
  2. Payment can be made in cash on completion of the service.
  3. Payment can be made by cheque payable to PRIMO MAINTENANCE SERVICES LLC on completion of the service. If paying by cheque, cheque guarantee is required and the Client will be responsible for all bank and legal charges resulting from a dishonored cheque.
  4. Payment can be made with debit or credit card (This needs to be informed in advance). A 3% service charge will be applicable when payment is made by card.
  5. All payments must be made in UNITED ARAB DIRHAMS only.

COMPLAINTS, CLAIMS & CLIENT SATISFACTION

  1. Client accepts and understands that breakage/damage or theft must be reported within 24 hours from the service date. In case of breakage/damage, PRIMO MAINTENANCE SERVICES LLC will try to repair the item/s if it agrees that it has caused the damage. If the item/s cannot be repaired PRIMO MAINTENANCE SERVICES LLC will compensate the client with the cost of the damage. The compensation provided will be a maximum of AED: 200/- irrespective to the value of the damage.
  2. In case of theft, PRIMO MAINTENANCE SERVICES LLC will try to the best of their abilities to return the stolen item but PRIMO MAINTENANCE SERVICES LLC will not be held responsible for securing and returning the stolen item.
  3. Client understands that he/she is not entitled to any refunds*
  4. PRIMO MAINTENANCE SERVICES LLC may take up to 3 working days to respond to a complaint.
  5. Complaints are to be made in writing and sent by email to info@primoms.com. Complaints must be reported on completion or within 24-hour of service completion.

SERVICES

  1. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value, art and antiques.
  1. PRIMO MAINTENANCE SERVICES LLC shall not be held responsible for: delay for a maintenance visit due to a traffic congestion, job not complete due to lack of water or electricity and suitable equipment in full working order provided by the Client, third party entering or present at Client’s premises obstructing the maintenance process.
  1. If the client provides incorrect address/wrong location the service will have to be rescheduled. In case the client needs the services at the very moment itself then the client will incur a penalty of AED:50/-
  2. PRIMO MAINTENANCE SERVICES LLC does NOT cover anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, exhaust fans, fridge, freezer, etc., any other items, instability of which the Client is already aware of for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the staff about appliances that are poorly fixed or not in full working order.
  3. PRIMO MAINTENANCE SERVICES LLC requires the presence of the Client or his/hers representative in the beginning and at the end of the maintenance session so an inspection can be carried out and if any corrections are needed, should be made on the same time of the service.
  4. If the Client is not satisfied with the maintenance service provided and a complaint has been placed in the stated 24 hours after the job has been completed, PRIMO MAINTENANCE SERVICES LLC, depending on its availability, will send its staff to rectify only the area of the clients concern. The Client should be at present at all times during the re-visit service.
  5. PRIMO MAINTENANCE SERVICES LLC reserves the right to return a staff/team not more than once.
  6. PRIMO MAINTENANCE SERVICES LLC will recommend the appropriate time required to complete a service to the client at the time of booking, if client books for less than the recommended time, PRIMO MAINTENANCE SERVICES LLC will try to the best of their abilities to complete the tasks but will not be held responsible for the completion of the tasks.

CANCELLATION & REFUND

  1. Client may cancel the scheduled service up to 24 hours prior to the agreed start time.
  2. Clients agrees to pay 50% of the quote as a cancellation fee if the team is not able to do the job for the following reasons like: 1) Customer is not present in premises to allow the team in, 2) Team not able to enter the premises for any reason, 3) No water or electricity available at clients premises, etc.
  3. PRIMO MAINTENANCES SERVICES LLC will provide refunds on certain rare cases where we are unable to provide the service. (subject to situation)

In case if the payment is made by Card then the refund will be given less the 3% service charge (See Payments).

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